Reinventing the Customer Experience

NatWest is putting experience at the heart of its Digital Strategy. Miles Hillier will share examples of what that means for the Group’s customers and how AI, Big Data and digital technologies are used through a combination of the bank's in-house digital and IT teams and external partners. Miles Hillier has been a key leader of the digital transformation of NatWest over the last decade as customers banking behaviour has fundamentally shifted. He is responsible for launching the UKs first banking app in 2009 and since then has been pioneering the use of award-winning new technology to create effortless experiences for customers. Miles has led teams across digital functions as former Head of Mobile, Digital Service & Digital Transformation and is now responsible for New Proposition Development, designing and delivering new services to further improve the customer experience of banking with NatWest.

In the mad rush to become 'customer-centric', CX initiatives often get 'lost in the weeds'. With a focus on delivering capabilities that often only serve to meet the most basic customer needs, the true value of these initiatives can be difficult to define, measure and celebrate in a meaningful way. Organisations must reframe the way they think about creating business value from CX. Dean Parker oversees the work conducted by Globant’s strategy consultants - working closely with organisations to embed customer-led methodologies that ensure the creation of meaningful and valuable customer experiences. He has worked for major, blue-chip organisations including BP, Canon Europe, CBRE, Euler Hermes, GlaxoSmithKline, Land Securities, Lloyds Banking Group, KPMG, SABMiller, Sainsbury’s, Savills, Standard Chartered Bank, Vodafone and the World Economic Forum

What’s good for the customer is good for the company’s bottom line, right? Prove it. This is the challenge faced by many customer experience teams as the practices matures and more organizations are centering efforts and organisation around the customer. To be effective in a cross-functional experience like customer experience, it is critical to deliver compelling evidence and stories about the positive impact customer-centricity has on business outcomes. Mike Lavigne will share his team’s experience making a business case for customer experience within one of the world’s largest automotive companies. Mike Lavigne leads a London and Tokyo-based team of strategists, researchers, and designers at Nissan to deliver the best digital experience for Nissan shoppers and owners in 60+ countries worldwide. His focus is on designing a distinctive Nissan experience where every detail of the digital experience reflects Nissan’s unique DNA and sets it apart from other automotive companies. Before Nissan, Mike led the Digital Experience Lab at Centric Digital consulting in New York. He has 10+ years experience in product management, user experience design, and digital strategy. He studied Psychology at Yale University and continues to explore that passion through experience design.